Your Role
The Reporting, Analysis and Administration team supports Blue Shield of California with the design, development, and management of Verint, Genesys, and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management, and Desktop Analytics modules. The Business System Analyst, Consultant will report to the Senior Manager, Data Analysis-Health. In this role, you will interface with Work Force Management, IT Telephony, and our frontline contact center managers and executives to ensure operational efficiency.
Your Work
In this role, you will:
- Consult, lead complex data analysis, needs assessments, and cost/benefit analysis to align information technology solutions with business initiatives.
- Formulate and define complex systems scope and objectives through research combined with an understanding of applicable business systems and industry requirements.
- Develop or modify information systems, including analysis of business and user needs, documenting requirements for complex or new systems.
- Lead research, impact analysis, and determine the level of effort to complete requirements elicitation and defining the breakdown of tasks, resource loading, issue tracking, and resolution management.
- Be responsible for developing and implementing new products and/or approaches in conjunction with implementing new/existing technologies.
- Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys, and Avaya systems.
- Configure and validate changes to access, routing, quality monitoring forms, speech categories, and desktop triggers as needed by the business.
- Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations.
- Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms.
- Produce technical guides, standard methodologies documents, and configuration and installation content for internal and external use.
Your Knowledge and Experience
- Requires a bachelor's degree or equivalent experience.
- Requires at least 7 years of prior relevant experience in supporting workforce management, contact center performance, or reporting and analytics.
- Functional knowledge of contact center operations.
- Superb communication skills with the ability to provide both verbal and written instruction to a wide audience.
- Knowledge of Verint Forecasting & Scheduling, Performance Management, and DPA is required.
- Knowledge of Avaya or Genesys call routing is highly desired.
- Strong interpersonal skills and good judgment with the ability to work as part of a team.
Pay Range:
The pay range for this role is: $96,470.00 to $144,760.00 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
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